Head of Operations / Center Head – Shared Services Center
Job Description
Purpose of the Job (Main Objective):
We are seeking a dynamic and experienced Head of Operations / Center Head to lead our Shared Services Center, which supports a group of companies across Procurement, Order to Cash (O2C), Procure to Pay (P2P), Master Data Management, and Finance operations. This role is critical in driving operational excellence, service delivery, stakeholder satisfaction, and continuous improvement across all SSC functions
Deliverables / Key Responsibilities:
Strategic Leadership
Define and execute the SSC’s strategic roadmap aligned with group business objectives.
Act as a change agent to drive transformation, automation, and process optimization.
Build and maintain strong relationships with business unit leaders and key stakeholders.
Operational Management
– Oversee day-to-day operations across all SSC functions: Procurement, O2C, P2P, Master Data, and Finance. – Ensure service level agreements (SLAs), key performance indicators (KPIs), and quality standards are consistently met or exceeded. – Monitor and manage operational risks, compliance, and internal controls.
People Leadership
– Lead, mentor, and develop a high-performing team across multiple functions. – Foster a culture of accountability, collaboration, and continuous learning. – Drive employee engagement and talent development initiatives.
Process Excellence & Technology
– Champion process standardization, automation, and digital transformation initiatives. – Collaborate with IT and transformation teams to implement new tools and technologies. – Leverage data and analytics to drive insights and decision-making.
Financial & Performance Management
Manage SSC budgets, cost allocations, and financial performance.
Identify and implement cost-saving opportunities without compromising service quality.
Provide regular performance reports and insights to executive leadership.
Define and manage operating metrics, such as PS utilization, backlog, project margin, CSAT/NPS, resolution times, and ticket deflection.
Lead strategic planning and execution of departmental OKRs aligned with company growth and profitability goals.
AI & Automation Leadership
Champion the adoption of AI tools, automation, and self-service platforms to increase scalability and operational efficiency.
Implement and continuously improve AI-powered support agents and customer-facing workflows to reduce reliance on human intervention.
Embed AI capabilities into the service catalog and internal processes, unlocking new revenue and efficiency opportunities.
Provide training and tooling that enables teams to effectively collaborate with AI in daily operations.
| Key Performance Indicators (KPIs) Category | KPI |
| Service Delivery | SLA adherence rate (e.g., % of transactions processed on time) |
| First-time-right rate for transactions | |
| Cycle time for key processes (e.g., invoice processing, order fulfillment) | |
| Customer Satisfaction | Internal customer satisfaction score (CSAT) |
| Net Promoter Score (NPS) from business units | |
| Operational Efficiency | Cost per transaction or per FTE |
| % of automated transactions | |
| Process standardization index | |
| People & Culture | Employee engagement score |
| Attrition rate and retention of key talent | |
| Training hours per employee | |
| Compliance & Risk | Number of audit findings or compliance breaches |
| Timeliness of issue resolution | |
| Innovation & Transformation | Number of improvement initiatives implemented |
| ROI from automation or transformation projects |
Qualifications
Bachelor’s degree in business, Finance, Operations, or related field (MBA or equivalent preferred).
– 20+ years of progressive experience in shared services, BPO, or global business services, with at least 10 years in a senior leadership role.
– Proven track record of managing multi-functional teams and delivering operational excellence.
– Strong understanding of end-to-end processes in Procurement, O2C, P2P, and Finance.
– Experience with ERP systems (e.g., SAP, Oracle) and automation tools (e.g., RPA, workflow platforms).
– Excellent leadership, communication, and stakeholder management skills
Preferred Attributes
- Experience in a multi-entity or multinational environment.
- Exposure to Lean Six Sigma or other process improvement methodologies.
- High adaptability and resilience in a fast-paced, evolving environment.
- Strong EQ: you’re both highly self-aware and perceptive toward the Executive Director and other key relationships. You serve as a connector who’s aware of every key project and can see the big picture across the company.
- Data savvy: You have a strong grasp of financial + data analysis and performance metrics and your decision is informed by data.
Key Competencies Required:
Strategic Thinking and Planning
Financial Acumen and Budget Management
Process Optimisation and Continuous improvement
Risk Management and Compliance
Data Analysis and Decision Making
Communication and Interpersonal Skills
Change Management
Team Management and Development
Project Management
Technological Proficiency
Customer Focus
| Supply Chain and Vendor Management Sr. No | Department | Purpose |
| 1. | Other Departments | Co-ordination of work |
| 2. | External | Vendor Management |
| 3. | External | Customer Relation |